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All Journal Nawasena: Jurnal Ilmiah Pariwisata Journal of Multidimensional Management Tamasya
Rahmi Fadilah
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Physics Social Sciences

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Journal : Journal of Multidimensional Management

 1 
Analysis of Front Office's Role in Managing Guest Voice to Increase Guest Satisfaction at Natra Bintan a, Tribute Portfolio Resort Andres Ferdana Putra; Rahmi Fadilah
Journal of Multidimensional Management Vol. 2 No. 2 (2025): Journal of Multidimensional Management (JoMM)
Publisher : Pt. Threeple Herphi Educate

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63076/jomm.v2i2.32

Abstract

This study investigates the role of the Front Office in managing guest voice to enhance guest satisfaction at Natra Bintan, a Tribute Portfolio Resort. Using a descriptive qualitative approach, data were collected through semi-structured interviews with Front Office staff, direct observations, and documentation review, and validated using methodological triangulation. The findings reveal that the Front Office plays a central role in facilitating communication between guests and management, addressing complaints promptly, and implementing service improvements based on guest feedback. Key functions identified include guest reception, complaint resolution, service personalization, and follow-up actions, which collectively contribute to positive guest experiences. The study highlights that effective guest voice management not only increases satisfaction but also strengthens guest loyalty and brand image in the competitive hospitality sector. Theoretically, this research extends role theory by demonstrating how frontline staff can function as mediators of service quality perception through systematic feedback handling. Practically, it provides actionable insights for hotel managers to integrate structured guest voice management systems into service operations. This integrated approach can serve as a strategic tool to enhance service excellence and maintain competitiveness in the hospitality industry.
The Effect of Workload on Burnout Among Employees at The Balcone Suites and Resort Bukittinggi Anjelita, Vanessa; Rahmi Fadilah
Journal of Multidimensional Management Vol. 2 No. 2 (2025): Journal of Multidimensional Management (JoMM)
Publisher : Pt. Threeple Herphi Educate

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63076/jomm.v2i2.48

Abstract

This study investigates the effect of workload on employee burnout in the hospitality industry, using The Balcone Suites and Resort Bukittinggi as a case study. The research is motivated by the high operational intensity in hotels, which may contribute to physical, emotional, and mental exhaustion among employees. A quantitative causal-associative approach was applied, involving a total sampling of 88 permanent employees. Data were collected using a structured Likert-scale questionnaire and analyzed through simple linear regression with SPSS version 25.0, following normality, homogeneity, and linearity assumption tests. The results reveal that workload has a significant positive effect on burnout (p < 0.05), with an Adjusted R2 value of 0.340, indicating that workload explains 34% of the variance in burnout. These findings suggest that as workload increases, burnout levels also rise, underscoring the importance of workload management in reducing employee fatigue and sustaining service quality. This study contributes to the limited empirical literature on workload–burnout relationships in the hotel sector, offering practical implications for managers to implement balanced task allocation, flexible scheduling, and stress management training
Co-Authors Andres Ferdana Putra Anjelita, Vanessa Feby Kasandi Puti Aulia Sukma Sakti Salsa Nabila Edha Hidayatia